Refund policy

Return Eligibility

Time Limits:

Items must be returned within 30 calendar days of delivery
Once approved, you have 7 days to ship your return to us
Returns received outside this timeframe may be rejected

Item Condition Requirements - Returned items must be:

In original, unworn condition
Free of stains, odors, or signs of use
Complete with original tags attached
In original packaging when possible
Clean and properly packaged for return shipping

30-Day Fit Guarantee

We want you to feel confident every time you wear Eleven Oasis. That’s why we back eligible items with our 30-Day Fit Guarantee.

If your item doesn’t fit as expected or doesn’t feel right, contact us via email at support@elevenoasis.com within 30 calendar days of delivery, and our team will guide you through the next steps under our return policy.

Items must meet our standard return eligibility requirements (unworn, unwashed, tags attached, within 30 days). Custom order items, bulk orders, seasonal products, and final sale items are not eligible for return or exchange.

Our goal is simple: you should feel like your best self in what you wear.

Items We Cannot Accept

The following items are final sale and cannot be returned or exchanged:

• Promotional or complimentary items
• Clearance or sale merchandise
• Seasonal holiday products
• All custom order items, including orders placed without customization details
• Bulk orders (15+ items) after order approval
• Items returned to us due to failed delivery (when customer doesn't respond to redelivery notices within 5 business days)
• Products damaged through customer use, washing, or cleaning

How to Return Items

Submit Your Request: Use our Return Center (found at the bottom of every page) to submit your return request. For fastest processing, also give our support team a heads up via email at support@elevenoasis.com.

Returns for Unshipped Orders

Go to our Return Center (found at the bottom of every page)
Enter your order number and email → click "Find Your Order"
Select which items you want to return → click "Next"
Tell us why you're returning (required) and add any comments if helpful → click "Next"
Review your request and submit

What happens next: We'll review your request and get back to you within 48 hours. If approved, you'll receive your refund.

Returns for Shipped Orders

Go to our Return Center (found at the bottom of every page)
Enter your order number and email → click "Find Your Order"
Select which items you want to return → click "Next"
Tell us why you're returning (required). You can add comments and upload photos if helpful → click "Next"
Review your request and submit

What happens next: We'll review your request within 48 hours. If approved, we'll provide return shipping instructions and process your refund once we receive the items.

Status updates: Check your return status anytime in the return center.

Bulk Order Policy

Orders of 10+ items are considered bulk orders with special terms:

We'll offer a free sample before production
You can accept or decline the sample
Once you approve the order (with or without sample), bulk orders become final sale
Bulk orders are non-refundable and non-returnable after approval

Custom Order Policy

All custom order items are final sale and are not eligible for return or exchange.

This applies to all custom product listings, including orders placed without customization details or personalization added at checkout.

Because each custom item is made to order specifically for the customer, we are unable to restock or resell these items once production begins.

If your item arrives damaged, defective, or incorrect, please contact support@elevenoasis.com within 30 days of delivery, and our team will be happy to assist.

Return Costs & Fees

Standard returns: Eligible items can be returned if they meet our condition requirements
Orders with 3+ items: Returns must be sent to our U.S. return address
Return shipping: Customer’s responsibility unless the item is defective or incorrect
Original shipping charges: Non-refundable
High-value returns: We recommend tracking and insurance for returns over $75
Improperly packaged returns: May incur additional fees

Special Situations

Shipping Damage: If your order arrives damaged:

Email support@elevenoasis.com immediately
Include 2-3 photos showing the damage
We'll send a replacement at no cost

Wrong Item Received: If we sent the wrong item:

Email support@elevenoasis.com immediately
Include 2-3 photos of what you received
We'll cover all replacement costs for our errors

Quality Issues: If your item has fabric stains, pattern differences, or manufacturing defects:

Email support@elevenoasis.com immediately
Include 2-3 photos showing the issue
We'll arrange a replacement at no cost

Exchange Policy

We don't offer direct exchanges. If you want a different size, color, or style:

Return your original item for a refund
Place a new order for what you want
Both will be processed separately

Order Cancellations

Orders can be fully refunded if cancelled within 24 hours of purchase. Email support@elevenoasis.com with your order number. Once shipped, orders cannot be cancelled.

For custom order items, cancellations are not possible once production has begun. Because these items are made specifically for your order, custom order purchases are final sale and cannot be returned or exchanged.

Refund Details

Refunds are issued to your original payment method or as store credit
Processing takes 10 business days after we receive and inspect your return
All returns require prior authorization - no unauthorized returns accepted

Important Notes

Review our size guide before ordering to avoid fit issues
Use original packaging when possible
We're not responsible for packages lost after delivery confirmation
Improperly returned items may be sent back at customer expense

Contact Us

Email: support@elevenoasis.com
Response Time: Within 48 hours

For the fastest help with returns, email us with your order number and reason for return.